Professional Services Lead Engineer

Professional Services Lead Engineer

Say hello to opportunities.

If you’re looking to be part of what’s next in communication, you’re in the right place.

At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.

With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications.

This is where you and your skills come in. We’re currently looking for: 

The Engineering department within RingCentral's Professional Services Delivery team is responsible for executing the technical implementation, configuration, and deep integration of RingCentral's solutions for customers across all segments.

This team acts as the technical engine of the delivery process. They bridge the gap between the initial sale and the final launch, turning high-level business requirements into fully functional, customized technical architectures (such as AI-powered Unified Communications and Contact Center environments).

As a Professional Services Lead Engineer, you act as a subject matter expert in two or more disciplines within Unified Communications, Contact Center, and emerging AI technologies. This role focuses on the Contact Center API and AI integrations (such as RingSense AI and conversational bots) — evaluating API performance requirements, contributing to developer API roadmaps, and mentoring other engineers. You work on high-end enterprise engagements, helping the most complex customers maximize ROI through well-integrated, AI-enabled solutions.

Job Responsibilities:

• API & AI Development: Apply knowledge of batch and real-time API concepts and AI/ML integrations (e.g., natural language processing, generative AI bots, sentiment analysis) to expand solution capabilities.

• Complex Integrations & Architecture: Deliver complex API-integrated solutions and advanced data/process modeling across application and database environments, partnering with internal and external engineering teams.

• Software Development Support: Contribute to technical design, functional program design, and unit test plans for both standard and AI-driven logic; write and review software system documentation.

• Testing & Quality Assurance: Oversee UAT and integration testing for complex deployments, identifying and resolving defects — including issues specific to AI logic — before they reach customers.

• Senior Escalation Support: Serve as the senior technical escalation point during rollout and hypercare, resolving complex issues such as CRM bugs, AI-routing errors, and API rate limits.

• Mentorship: Lead code review sessions and mentor other engineers on RingCX, RCCC API, and AI integration best practices.

• Strategic Consulting: Advise enterprise clients on digital transformation and AI adoption, recommending ways to improve agent productivity and customer experience.

• Pre-Sales Support: Estimate level of effort for prospective engagements and help identify opportunities for new service offerings, particularly around automation and AI.

• Proof-of-Concept Leadership: Lead technical proof-of-concept discussions and demonstrations for prospective and existing enterprise clients.

• Project Postmortems: Participate in project postmortems with the PMO and produce recommendations to improve future delivery.

• Roadmap Input: Help define and prioritize the roadmap for RingCentral's developer API and AI functionality.

To succeed in this role you must have experience in:

Success in this Level III role means maintaining a track record of high customer satisfaction across both technical delivery and strategic guidance. A successful Level III engineer manages enterprise-scale API integrations and complex database architectures, aligns AI solutions with business objectives, and is recognized internally as a mentor who helps shape RingCentral's developer and AI delivery practice.

Desired Qualifications:

• Education & Experience: Bachelor's degree in a business or technology discipline is desired but not required. 5+ years of experience in a customer-focused, post-sales technical support or Professional Services implementation role, with hands-on experience in the UCaaS and CCaaS industry.

• Technical Competence: Subject matter expertise in 2 or more disciplines (e.g., UCaaS, CCaaS, AI/ML automation) and familiarity across RingCentral's segments and product lines; strong architectural background in industry-leading contact center platforms (e.g., RingCX, NICE CXone/InContact Studio, Five9, Genesys).

• Core Knowledge: Strong background in API design, cloud infrastructure, AI architecture, and modern software development patterns; working knowledge of RESTful APIs, webhooks, database design for CRM applications, SIP/WebRTC, PBX, and AI-enabled IVR/VRU practices.

• Front-End Scripting: Advanced understanding of JavaScript, HTML, and CSS, with the ability to build, debug, and optimize custom front-end and scripting components for complex integrations and AI-driven interfaces.

• AI & Emerging Tech: Hands-on experience deploying Large Language Models (LLMs), prompt engineering, intelligent virtual agents (IVAs), or conversational AI frameworks.

• Problem-Solving Skills: Strong analytical skills, including the ability to resolve complex technical problems quickly using tools like the RingCentral QoS Analytics portal or trace logs.

• Work Environment: Willingness to work a schedule that supports customers across global time zones; ability to operate autonomously in a fast-paced delivery environment.

• Communication & Soft Skills: Strong communication skills, including the ability to clearly convey technical project risks to product owners and enterprise IT stakeholders.

What we offer:

• Comprehensive HMO package (medical and dental)

• Personal Time Off Leaves

• Quarterly Performance Bonus

• Employee Assistance and Wellness Programs

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral/Acquire Intelligence

RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey — before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

Acquire Intelligence transforms the way companies grow and operate by combining intelligent global outsourcing with AI consulting and implementation to accelerate growth and transform business at scale.

We eliminate inefficiencies, automate with intent, and reallocate work to where it performs best. With 9,000 employees across Australia, the Philippines, the Dominican Republic, and the United States, we provide secure and scalable solutions in customer experience, back office, and digital operations.

Founded in 2006, Acquire offers flexible delivery models ranging from building Remote Teams to comprehensive outsourcing in both onshore and offshore locations. Our AI division accelerates

transformation with automation strategies that deliver guaranteed ROI. All solutions are backed by deep expertise and enterprise grade compliance.

At Acquire Intelligence, we are Safe, Flexible, and Innovative. We deliver transformation with intent, impact, and entrepreneurial energy.

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